RESOLVED: Pure Casino - No Payment Issue

The agent support contacted me to ask me if i wanted to deposit and offered a deposit bonus of 130%: i accepted and deposit 15 euros and received a 20 euros bonus. Later, I saw that they put a wager of 5000, which seemed to be enormous for a 20 euros bonus, so i asked chat to tell me really how much wager i needed to do, she told me it is deposit plus bonus both times 80, which was so 35x80, which equals 2800, which is still a lot to wager for a 20 euro bonus. I wagered 2850, and asked her to cancel the false requirements and to add the money as cash so i can withdraw, which she did. So i asked a withdrawal and they canceled it saying i did not meet the wager requirements, and added another 5000 to wager.

Disputed amount: 150€

Casino: Pure Casino

Case #: 3319

Hello,

after mails, they agreed to make the payment but they need my documents again for verification, even though i was verified months ago. So could we please keep this complaint opened until everything is approved?

Thank you in advance.

Dear Mr. Mileena,

Of course. Please keep us updated and let us know if you need further assistance.

Thank you.

Dear Mr. Mileena,

Could you please let us know if there has been any progress with your withdrawal?

Thank you.

Since we haven’t heard back from the member after they informed us that there had been some progress in their case, we will mark Case #3319 as resolved for now.

If the member reaches out for further assistance, we will be happy to reopen the case.

Hello Jovana,

my withdrawal was pending for 10 days and i connected tonight to see if it was paid and i saw that they canceled my withdrawal without explanation, after telling me 10 days ago that everything was fine and that i could ask the withdrawal. I contacted the chat support who told me that they do not know, they do not have access to that, so i sent them a mail and i am waiting their reply.

I feel like i will not have my money. I think it is a pure scam... the chat asked me to deposit again to keep my account active for the withdrawal lol... since when do i need to deposit one more time after i already did when i won? They are ridiculous.

Hello again,

they keep canceling my withdrawal and ask me to make deposits... and i am not going to deposit again to hope receiving my winnings, i am not stupid. They might give me the same excuses again and again.

I think that this casino is a scam and that will do anything just to not pay players. Taking 18 days to pay out and then accuse players to not be active on deposits, and having a chat support harrassing us to make deposits is clealry showing it is a horrible casino.

I also want to point out that i had this feeling with this casino long time ago, and i closed my account from their page... i will put for example close because of gambling addiction to be sure it is closed..well the next day they will reopen my account themselves. And they did this more than 10 times. What casino does that seriously?

So what should we do Jovana because i am not going to deposit again there like they ask, i am not going to deposit one more time when i already won on the previous deposit?

Hello Mr. Mileena,

Thank you for reaching out again. We will contact the casino representative and request further clarification regarding this case.
We’ll update you as soon as we hear back from them.

Thank you for your patience.

Hello,

just to say that they canceled my withdrawal again and changed their cashier and put i can withdraw 0, so i cannot ask any withdrawal, and this for no reason.

Unbelievable to do so much cinema for a little 100 euros.

Hello Mr. Mileena,

Thank you for the update. We still haven't heard back from the casino rep so we've sent them another reminder. Hopefully, we will get some response this time.

Thank you for your patience.

Hello,

they replied that i breached some terms and conditions, put a whole list but did not specify which one... it is just a bunch of lies to not pay me.

Like i have a multiple account, because i submitted a complaint or talked bad about the casino on a forum, like i talked badly to the support, etc...there is like a list of 20 things... and then saying that winnings are confiscated. I think it is just another reason to not pay, otherwise why cancel the withdrawal and would they put the money back in the cashier, why wait almost a week keeping canceling it and asking me to deposit again to keep my account active.

I admit that i said the word ***hole yesterday but this was because i had a feeling they were scamming me and taking me for a fool, for not replying to emails for a week, for keeping canceling without a reason, but this is not a valid reason to cancel winnings. I was very correct and polite until yesterday. We are humans not robots, you cannot treat someone badly and expect to be treated well.

To me they are just scammers trying to push people to their limits so they can accuse them on anything later.

Also, if i had multiple accounts, why would they personally reopen my account themselves after i closed it for gambling addiction?

Anyway, i have denounced them to the swiss gambling commission and soon they will be banned in our territory.

So what to do Jovana?

Hello Mr. Mileena,

Thank you for the detailed explanation. We haven't heard back from the casino rep, so we've pinged them once again. We’ll do our best to investigate the situation and get a more transparent answer for you.

Thank you for your patience.

Hi Mr. Mileena,

Any updates on your side? We sent the casino rep another reminder.

Hey everyone,

We are EXTREMLY sorry for the delay on this one.

We will RAPIDLY review this case and will send an answer asap,

Best,

Vip Team

Pure Casino

Hello,

they closed my account couple days ago when i wrote last message, apparently for breaking the terms and conditions they mentioned.

So before the casino manager invents some other lies here, i will clarify things.

They accused me of having a second account when i only have one active where i deposited over 600 euros. Also, i have closed my account several times putting gambling addiction to be sure it is closed, like i said the next day my account was reopened by them when i did not even ask for it. I also want to point out that i contacted the Rival provider last year to help me close the account, i have the mail as proof from them. So they closed my account but reopened it again later, despite that. Also if i have a 2nd account, why would they reopen my account themselves and send me offers to play?

The 2nd term they accuse me of is for talking badly and making complaints on forums, like here for example. Like i replied to them, we are in a free country and we can submit a complaint if we feel we are being scammed. A honest casino will defend itself and try to fix things, but they used this as a reason to not pay me my winnings, it is ridiculous.

The 3rd, saying i threatened their customer agents and that i have been rude to them, i only used the word a*** once because they kept canceling my withdrawal without explanation but connecting in the chat to tell me to deposit and play to be active, then my withdrawal will be processed. And this word was not even destined to agents but to the manager who were not replying to my mails. We are humans and we have feelings, anyone would lose his temper if you feel you are being fooled, stolen and badly treated.

This casino is just a pure scam, its name fits them well. I hope they do not feed their children with that money they steal from people.

Hi Mr. Mileena,

Thank you for explaining everything in detail, and we are truly sorry that your account is being closed.

If we understood correctly, you already had an account at this casino that was closed due to gambling addiction, but you still managed to open a new one?

Also, please note that offensive language and threats to the casino support or on our site are strictly forbidden. We fully understand your frustration, but such behaviour is not allowed.

The casino rep said they will get back to us soon with an explanation.

Thank you for your patience.

Hello dear,

i know it is not allowed, i did not say anything bad on this site. It just happened once on their chat support because they kept canceling my withdrawal without explanation and harrassing me into deposit.

Apparently i had another account by them which was inactive called mrmileena2... but i only used one on which one i deposited called mrmileena. And this is the one i won on and this is the one i tried to close mentioning the gambling addiction in the past, but they reopened it the next days every single time, even when i contacted the provider Rival to help me closing it, but they still reopened that active account to propose me offers. So why would they reopen my account if i had multiple accounts, why not let it close like i asked if i broke terms already. And now that i won on it, they are saying i broke terms having 2 accounts when they kept reopening it after i closed it myself in their cashier mentioning gambling addiction. Doesn't it sound vicious? I never played on the mrmileena2 account nor used any no deposit bonuses, it was totally inactive.

I join the mail when i contacted the Rival provider months ago.

Hello everyone,

Before we get straight to buisness we would like to clarify - that under NO circumstances is the player allowed to talk badly on chat and MOREOVER - in our terms and condition one of the conditions to be eligible to do or get anything at all is not talk trash on forums.

With that said, we did review this case and we understand the fraustraion of the player - and so to make things right - the player balance was correct once again to the maximum withdrawal allowed as per the deposit he made, which was 15 - and so 150 is now in his balance.

The player need to come online (his account is now open again)  and make a withdrawal for that amount which then the process will start.

The player will need to provide with documents of course (few as he didnt deposit with CC , which make things easier) - and once approved and verified , the withdrawal will be paid.

One more thing that the player need to into in consideraion is this the fact that on the 150 withdrawal, there is a still a bonus deduction (yes yes even if wager is played out, as per our t&c) , and so it will propaby be 150 - 20 bonus money = 130 final money.

Assuming all will take place as should, the player will be paid rapdily.

Best,

Vip team

Pure Casino

Hello,

i never talked badly to the chat support before, i was always polite. But i lost my temper in the way i was treated, when i do not feel respected.

I have tried to connect to my account and to withdraw but it is impossible, it says i can withdraw 0.

Concerning the documents for verification, they were already submitted before i made the first withdrawal and my account was approved and verified.

So tell me when you have changed the 0 so i can withdraw my winnings.

Thank you in advance.

It is still showing 0...

Hi Mr. Mileena,

Thank you for the update.

We've contacted the casino rep and referred to your latest posts.

Hi Mr. Mileena,

The casino rep informed us, it should be resolved now.

Please check your account and let us know 

Hello dear,

I have just connected and withdrew the 150 euros through bank wire.

I will inform you once it is approved and once I receive my money on my bank account.

Thank you for helping me getting my money <3

Hello again.

the withdrawal is still pending and not processed. It would be nice if my withdrawal was processed in priority knowing what happened and that the first withdrawal attempt was on 21st of June... so technically exactly one month now.

Hi Mr. Mileena,

Thank you for the update :)

Unfortunately, the process has to start over since the withdrawal was requested again. The pending time for Pure Casino is 5–18 business days.

We hope everything will be processed within that timeframe. Fingers crossed!

Hi Mr. Mileena,

Any updates?

Hello dear,

no nothing, the withdrawal is still pending for a week now. Maybe the casino representative can say precisely when i am going to be paid out?

Hello Mr. Mileena,

Could you please let us know if there has been any progress regarding your withdrawal since your last message? We'll follow up with the casino representative again in the meantime.

Thank you.

Hello Jovana,

unfortunately no, the withdrawal is still pending. It has been 10 days now they have asked me to withdraw again but still not processed.

Dear Mr. Mileena,

We still haven’t received any update from the casino rep regarding your withdrawal. Has there been any progress on your side?

Thank you.

Hello Jovana,

no the withdrawal is still pending, it has been 13 days now. Unbelievable to wait almost a month and a half to be paid if i count from first withdrawal attempt, and i have still not been paid. I mean it is only 150 euros not thousands... Let's wait more please.

Dear Mr. Mileena,

Thank you for the update. We've sent another follow-up to the casino rep, and will update you if we hear back from them.

Dear Mr. Mileena,

Thank you for your patience. We received a reply from the casino rep that your payment will be reviewed once again to see what’s going on.

We completely understand your frustration and truly hope this will be sorted out soon. We will keep you updated as soon as we hear back from the casino rep.

Hello,

alright thank you. I will wait more then to see, hopefully everything will be fine.

Hello again,

i just noticed that they changed the date of the withdrawal request as you can see on the screenshot i will join... they put today's date but it is still not processed, like they just want to extend it more.

Hello dear,

the casino paid the money and i received it on my bank account, so you can close this complaint as resolved. Thank you so much for your help <3

So glad to hear that, Mr. Mileena! Enjoy!

We will now mark this case as RESOLVED.